Job Description
OFFICE BASED ROLE NO WORK FORM HIOME OR HYBRID \n\nJob Title: Contractor Care Advisor\nPurpose: - Lead registration and employment, tax and pay related support to \nnew and existing contractors. \nReports to: - Contractor Care Manager\n\nResponsible for:\n Management of Inbound Leads, Lead Pipeline, Email & Telephone Queries (Service Levels)\n \nEnsure all inbound leads are contacted within agreed service level. \nAdopt best practices to close each sale on the first call.
\nRecord data accurately and correctly. \nUpdate the relevant parties on registrations. Best Practice and Best Advice (Call Quality\n and Staff Training)\n \nUsing your training, help the contractor to choose the best product for their needs. \nPromptly answering inbound phone and email enquiries.
\nLearn and adopt best practice to improve conversion rate and customer satisfaction. \nMaintain knowledge of products and authority levels on pricing, discounting, and price matching. Gather Market Intelligence\n \nInform Management team of any notable promotions of competitors to allow Fair Pay Services to remain competitive. Miscellaneous\n \nEnsure new sign ups have all the needed compliance information to satisfy the companies code of conduct and meet the standards of our accreditations.
\nAs a staff member you are expected to champion the brand values and standards set. In addition, all staff are expected to: continuously develop your knowledge and skills by keeping up to date with industry news. \nFollow agreed procedures and processes in accordance to our ISO 9001:2015 standards.
\nEmbrace change and work with your team and line manager to recognise areas for improvement. \nFollow company process to report instances of non-complaint practice, for review and correction by management. \nProactively highlight areas where additional training may be required and ensure continuous performance improvement.
\nDemonstrate your commitment to continuous improvement by making suggestions and taking on. Key Performance Indicators:\n \n Your performance will be measured and you will be expected to:\n \nAchieve conversion rate targets across our brands and services as set by the business. \nEffectively manage your pipeline to maximise conversions. \nCalls answered on average within 30 seconds.
\nRecord all data accurately and with GDPR requirements. \nMake sensible suggestions to improve efficiency and conversion across the team. \nLog in and out on time.
\nScore 97% or higher email and call quality \nAchieve all SLAs. \nLess than 10% of calls dropped. Salary depending on experience £22,000.00 - £25,000.00 Basic plus bonus